Unified call routing in social hunt groups

Patent metadata

Field	Value
Publication number	US-9979819-B2
Application number	US-201715474011-A
Country	US
Kind code	B2
Filing date	Mar 30, 2017
Priority date	Feb 27, 2014
Publication date	May 22, 2018
Grant date	May 22, 2018

Abstract

Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.

First claim

What is claimed is:

1. A computer-implemented method comprising:
determining a first call routing order for routing incoming calls to a first member of a hunt group and to a second member of a hunt group;
monitoring, for a period of time, responses to customers of the first member and the second member of the hunt group to obtain, for the period, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;
establishing a ranking between the first member and the second member based, at least in part, on the first count of responses and the second count of responses;
revising the first call routing order to a second call routing order based, at least in part, on the ranking between the first member and the second member; and
monitoring for the period, posts submitted by the first member and the second member;
wherein:
the first monitoring result further includes a first number of posts to a particular blog by the first member;
the second monitoring result further includes a second number of posts to the particular blog by the second member; and
the ranking is further based at least in part on the first number of posts and the second number of posts during the period.

2. The computer-implemented method of claim 1 wherein the monitoring includes monitoring of all of the hunt group members including the first and the second member.

3. The computer-implemented method of claim 1 wherein the monitoring includes monitoring, for a member of the hunt group, activity consisting of:
responses to calls to the hunt group; and
responses to instant messages to the hunt group.

4. The computer-implemented method of claim 1 wherein each member of the hunt group is a device.

5. The computer-implemented method of claim 1 wherein each member of the hunt group is a person.

6. The computer-implemented method of claim 1 , further comprising:
routing the incoming call to the first member based, at least in part, on the second call routing order.

7. The computer-implemented method of claim 1 , wherein establishing a ranking includes:
assigning a member activity score to the first member based on the first monitoring result;
the first monitoring result being based on use of a first device by the first member.

8. The computer-implemented method of claim 1 , further comprising:
revising the activity score for the first member to a revised activity score that includes computing activity data received since a last update of the first monitoring result.

9. A computer program product comprising a computer readable storage medium having stored thereon:
first program instructions programmed to determine a first call routing order for routing incoming calls to a first member of a hunt group and to a second member of a hunt group;
second program instructions programmed to monitor, for a period of time, responses to customers of the first member and the second member of the hunt group to obtain, for the period, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;
third program instructions programmed to establish a ranking between the first member and the second member based, at least in part, on the first count of responses and the second count of responses;
fourth program instructions programmed to revise the first call routing order to a second call routing order based, at least in part, on the ranking between the first member and the second member; and
fifth program instructions programmed to monitor for the period, posts submitted by the first member and the second member;
wherein:
the first monitoring result further includes a first number of posts to a particular blog by the first member
the second monitoring result further includes a second number of posts to the particular blog by the second member; and
the ranking is further based at least in part on the first number of posts and the second number of posts during the period.

10. The computer program product of claim 9 wherein the monitoring includes monitoring of all of the hunt group members.

11. The computer program product of claim 9 wherein the monitoring includes monitoring, for a member of the hunt group, activity consisting of:
responses to calls to the hunt group; and
responses to instant messages to the hunt group.

12. The computer program product of claim 9 wherein each member of the hunt group is a device.

13. The computer program product of claim 9 wherein each member of the hunt group is a person.

14. A computer system comprising:
a processor set; and
a computer readable storage medium;
wherein:
the processor set is structured, located, connected and/or programmed to run program instructions stored on the computer readable storage medium; and
the program instructions include:
first program instructions programmed to determine a first call routing order for routing incoming calls to a first member of a hunt group and to a second member of a hunt group;
second program instructions programmed to monitor, for a period of time, responses to customers of the first member and the second member of the hunt group to obtain, for the period, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;
third program instructions programmed to establish a ranking between the first member and the second member based, at least in part, on the first count of responses and the second count of responses;
fourth program instructions programmed to revise the first call routing order to a second call routing order based, at least in part, on the ranking between the first member and the second member; and
fifth instructions programmed to monitor for the period, posts submitted by the first member and the second member;
wherein:
the first monitoring result further includes a first number of posts to a particular blog by the first member
the second monitoring result further includes a second number of posts to the particular blog by the second member; and
the ranking is further based at least in part on the first number of posts and the second number of posts during the period.

15. The computer system of claim 14 wherein the monitoring includes monitoring of all of the hunt group members.

16. The computer system of claim 14 wherein the monitoring includes monitoring, for a member of the hunt group, activity consisting of:
responses to calls to the hunt group; and
responses to instant messages to the hunt group.

17. The computer system of claim 14 wherein each member of the hunt group is a device.

18. The computer system of claim 14 wherein each member of the hunt group is a person.

19. The computer system of claim 14 , wherein the third program instructions programmed to establish a ranking includes:

Assignees

• IBM

Inventors

• Salazar Fernando
• Srivastava Bhavuk

Classifications

• H04Q2213/13072

  Sequence circuits for call signaling, ACD systems · CPC title

• H04M3/465 Primary

  Arrangements for simultaneously calling a number of substations until an answer is obtained · CPC title

• H04M3/42374

  where the information is provided to a monitoring entity such as a potential calling party or a call processing server · CPC title

• H04Q3/68

  Grouping or interlacing selector groups or stages · CPC title

• H04L51/04

  Real-time or near real-time messaging, e.g. instant messaging [IM] · CPC title